Call Centre Team Leader

5 days ago

Melbourne City Centre, Australia HAYS Full time

Be part of a bank where you can create a positive impact for people and the planet.
**Your new company**
Join a B Corp certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team Leader to join their Head Office in Collingwood.
**Your new role**
As a Call Centre Team Leader, you’ll play a crucial role in ensuring exceptional customer service and team performance. You’ll lead a team of customer service representatives, fostering a positive work environment and driving results.
- Ensure the team meets customer needs, service levels, and achieves sales and referral targets.
- Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.
- Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.
- Monitor call and digital channel volumes, assess staff workloads.
- Coordinate and implement staff training in consultation with peers.
- Establish and manage performance objectives for individuals and the team.
- Provide timely, accurate performance reporting

You will be required to have flexibility to work a rotating roster Monday to Friday between 8am and 8pm, and a rotational Saturday shift from 9am to 2pm.
**What you'll need to succeed**
- Previous experience managing a contact centre team
- Ability to inspire, coach, and develop team members
- Adapt to hybrid work arrangements (office and remote)
- Excellent communication, interpersonal and organisational skills
- Ability to effectively determine priorities and allocate work under high workloads
- Demonstrated ability to complete projects and conduct training programs
- Ability to manage conflict satisfactorily and to solve problems
- Ability to investigate and follow-up queries
- Experience within Banking, Insurance or Financial Services is advantageous, but not essential

**What you'll get in return**
- Flexible working options, competitive salary and 13% super
- Staff benefits include 24/7 free counselling, free flu vaccinations and discounted gym memberships
- Working in a B Corp office with access to fantastic facilities and close to public transport
- Ongoing personalised training and development
- Work as part of and add to a collaborative and people-focused culture

**What you need to do now**
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
2882096

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